Our equipment is usually installed near the front of the property, by the nearest power socket (in the hallway, for example).

We’ll either use a socket on the wall or internal fibre converter to allow you to plug into your Hyperhub router and connect to our service.

Standard installations are usually free of charge for all new customers and include up to 10 metres of discreet, surface-mounted cabling.

If you’d like your Hyperoptic socket installed in a different room and we need to use more cabling, there will be an additional charge of £30 for up to 30 metres. The install may also take a little longer. Please let us know you wish to add extension service to your installation appointment at the point of booking.

If you have any questions, the quickest way to reach us is through My Account support request.

If you need an install, you’ll be able to book it through My Account once you’ve placed your order, at a time and date that suits you – including the next day and Saturdays, if we have availability.

Standard installs take just one hour. Please bear in mind that there’s a little drilling involved – but our engineer will be sure to clean up after themselves, and make sure you’re up and running before they leave.

If you have any questions, the quickest way to reach us is through My Account support request.

Our installs are quick and easy. They usually last about one hour and can be booked six days a week, at a time that suits you.

We’ll get your service up and running and will clean up after ourselves before we leave. If we have availability, we can even install as early as the next day.

Visit My Account to book your install.

Your Hyperoptic service can be activated right away once your installation is complete and your router is connected. You can book your installation through My Account.

If you have a Hyperoptic socket already installed, and you’ve got a compatible router, simply order service and we should be able to activate you right away. Please select ‘Yes, I already have one’ when placing your order.

If you have a Hyperoptic socket already installed but no router, please select ‘No, I need Hyperoptic to send me one.’ when placing your order. We’ll send you one and it will be delivered within 48h. As long as you connect it within 24 hours of receiving it, your service should go live right away (or on your desired activation date/move in date).

Set up your Hyperhub router.

If you have any questions, the quickest way to reach us is through My Account support request.

Standard installations are usually free of charge for all new customers and include up to 10 metres of discreet, surface-mounted cabling.  

If you’d like your Hyperoptic socket installed in a different room and we need to use more cabling, there will be an additional charge of £30 for up to 30 metres. The install may also take a little longer. 

If you have any questions, the quickest way to reach us is through My Account support request.

We carry out installations from Monday to Saturday, between 9am and 5pm. 

If you have any questions, the quickest way to reach us is through My Account support request.

Your activation date is the date you can expect your Hyperoptic service to go live. This is typically the same day as your installation.

If you already have Hyperoptic equipment installed in your home, your service can be activated as soon as your router is connected if you have one or once it arives if you need us to send one.

If you pick desired activation date or move in date, your router will be delivered on that date and service will be activated as soon as you connect it.

If you have any questions, the quickest way to reach us is through My Account support request.

Once your appointment is booked, you’ll receive an email confirming the date and your chosen time slot.

Appointments are booked in two slots:

• Morning slot: Between 9am and 1pm
• Afternoon slot: Between 1pm and 5pm

You’ll receive text from us the evening before your appointment to confirm if you’re still available for the visit. If you reply ‘no’ or do not reply at all, we’ll cancel the visit and ask you to re-book when you can. If you confirm you’re still ok to go ahead, you’ll receive another text with a more precise time of when you can expect us (usually a 1 or 2-hour slot).

If there are any changes to the arrival time, we’ll will send you a text to let you know.

If you have any questions, the quickest way to reach us is through a My Account support request.

Yes! You can cancel or reschedule your appointment quickly and easily via My Account. Simply log in, navigate to your installation details, and select a new date and time that works for you.

You can make changes up to 24 hours before your appointment through My Account.

If you need to reschedule within the last 24 hours, please give us a call at 0333 332 1111, and our team will assist you.

We can’t go ahead with our install unless your landlord approves. Please ensure that you’ve checked with your landlord before placing your order, as we’ll ask you to confirm they’re ok with the install before we start.

If your landlord’s still not sure, feel free to send them this page for more information.

If you have any questions, the quickest way to reach us is through a My Account support request.

Check for a note from Royal Mail. If delivery was attempted, Royal Mail will leave a note with details such as when they attempted delivery, whether they delivered the parcel to a safe place or a neighbor, or if they will reattempt delivery.

Use the tracking number. Once the router is dispatched, we’ll send you a text with the tracking number. You can use this tracking number to get more details, update delivery information, or arrange for Royal Mail to deliver the parcel to a new address or reattempt delivery at the same address. You can also track the delivery via My Account.

If you need further assistance, get in touch with us to create a new order by raising a My Account support request.

You should receive your router in 1-2 business days. If you pick desired activation date or move in date, your router will be delivered on that date and service will be activated as soon as you conect it.

Once we dispatch your router, we’ll send you a text to let you know, including a link with the tracking details.

You can also track the delivery via My Account.

If you have any questions, the quickest way to reach us is through a My Account support request.

A pre-install survey (PIC) is a quick check of the outside of your property. During this, our engineer will assess the installation route and certain installation requirements to confirm the best way to connect you to our network and if any additional work may be needed. Depending on your property, this can include checking nearby utility poles or whether there are any blockages in the underground ducts close by.

For most pre-install surveys, your presence is not required as we don’t need access to your property, but we’ll let you know if we need you to be present.

If you have any questions, the quickest way to reach us is through a My Account support request.